SP Marketplace



G’day there, my name is Andrew and I’ll be demonstrating the IT Helpdesk support application for you.So, what type of business are you?How Many Employees?Can I ask do you have your own SharePoint in office installation, or are you using Office 365?How long have you been using it?How are you employees taking to it?What role would you like it to take?And how proficient are you with SharePoint, or do you have someone there who will be your “power-user”?And what are you using currently for your IT support tickets?First off – about me. I’ve been working in I.T. helpdesk roles for close to 20 years now, specializing in I.T support for not only level 1 and 2, but networking and server maintenance. I started off in ISP helpdesk, and have worked for telecommunication and utility companies, all three tiers of the Australian Government and even doing I.T. support at the Melbourne Zoo! And I have used many different types of ticket logging systems from the very cumbersome and hard to use, like ConnectWise, to even just Excel spreadsheets to keep a track of tickets. As you may already know most of these are as they are, not customizable and can be very unwieldy to learn and utilize.OK. I’m going to start off with a very basic overview of us and our products and then I’ll be going into an in-depth demonstration of the IT application. If you have any questions, please feel free to interrupt me at anytime.<Start Intro power point>You should be seeing the spinning logo?Excellent.SPMarketplace was established in 2011 and by the end of 2014 we have over 400 successful installations. While most of these clients are small to medium business, with between 50 and 1000 staff, but we also have a few large companies using our products, like Walmart and Johnson & Johnson.(15) Many business over time organically grow to the point where they are using many different processes and even software programs for their various departments, be it payroll, I.T., HR, managers, staff and even vendors. And for the end user each of these different programs may require a unique sign-on that the users need to keep track of. So while a lot of these may help automate your company’s business workflows, as single solutions or Silo’s, all your employees are seeing is chaos and maybe even to the point where they are carrying around little notebooks to keep track of all the Links, logins and passwords, just to perform their day to day functions! Sharepoint is a great unifying platform to bring together, access, collaborate, and administer all these different processes and interactions! You are able to access it via most internet capable devices, while in the office, at home, or travelling and visiting your customers. A common place for all your business services.And to help you make the most out of this versatile platform, to take it to the next level is where SPMarketplace comes in.We leverage the Microsoft platform, with the familiar Office interface, the ability to communicate through your email, web conferencing and even share documents and collaborate. Unlike traditional Silo Applications.<If Office 365>: We are the first company to specifically architect business applications for Office 365.This is done either on premiseor in the cloud, to give you a powerful business suite solution. <Only If Office 365>Now these days many business already have platforms for their:Office AutomationAnd maybe even Team Collaboration at mostThis is sort of like buying a Ferrari and driving it at 40 KM per hour, just down to your local shops.BUT what we have is a platform that will Automate your business processesWhich gives you the best bang for your buck!With over 400 installs, we have found that the business suite gives you the core applications for you to operate with the best business practices, an Intranet portal, where your employees will start their day, an Employee Service suite, where they can make their service requests, as well as a repository for your documents and forms and access the portals to your other departments. What we are looking at today is just the IT portion of the suite. These are built on SharePoint and leverage the Office Platform. One thing that you can do for future thinking, is add on these other portals such as CRM, HR, and have them all link through a common Intranet Portal, and then the Employee Service Suite that is fully customizable. This will be fully accessible by your employees, no matter if they are in the office, on the road or at a remote office.We provide our templates as either separate modules for your individual products, or as part of a business suite, to transform your business into a more automated and structured company. And by taking advantage of SharePoint’s powerful platform, this allows for a cross referencing between your departments, for things like, Applications, Documents, Calendars and resources, as you need it.The applications are “Turn-Key” business solutions, meaning they will be ready for immediate use as a template once the installation is completed. These are SharePoint applications, Built on standard SharePoint, So they can run on any edition of on premise SharePoint, from 2010 and including SharePoint online, via Office 365.They are 100% customizable without any programming. You use standard SharePoint to add forms/views change dashboards or add different pages. Our templates give you a consistent user interface across the boardOn a single platform for your staff, that is interconnectedYou can also use your existing forms, such as Excel spreadsheets for expense reports and have them map into sharepoint and start off workflows for your approval process.This give you a platform that is easy to get out to your staff and easy for them to use and navigate around.We also have additional services to ensure that you get the right deployment to your organization. We can provide you with a Quick Start service, where we install your solution within your sharepoint collection, and provide customization unique to your requirements. We also offer a branding service to provide you with the look and feel that suits your organization. You can also add Web Parts, such as weather Web Parts, notification Web Parts, Stock Tickers and plenty more that we have developed and can provide you with, or you can get from the Web Parts Store .And with addon products such as Excalibur and/or Forms Router you are able to take your existing Excel, Word or PRF forms and have them mapped into sharepoint to initiate workflows for your approval process.This will take you from the generic vanilla team site to something that has the independent look and feel of your organization that your staff will enjoy using.And to help you get from this chaos to this organized structure we also offer a Business Transformation Roadmapping service. Where we will organize an business consultant to visit with you and assist you with designing the correct structure to meet your needs and a process to deploy it to your staff.Any questions so far?<Only in interested in the Forms>One great product add-on that we have just released is the Forms Business Process Automation. Initially you would have had all these little pieces of paper floating around, getting lost, being filed away in the wrong folder, being used to prop up people’s desks.Today you now have the electronic version of all these forms, that are then sent via email and are just filed away and forgotten or have to be manually entered in to the appropriate database.With our forms portal, not only will it be allow end-users to use the correct form, but it will automatically start the work flows that that form requires, capture all the data, route it to the correct department, keeps the original document attached to the processes and can be used by all users.And is usable by all departments.<Open FIREFOX>Now onto the I.T demonstration.<Open Intranet Portal>The IT support application is a fully featured support portal, which at its centre has the helpdesk that allows you capture new tickets from email, external web forms via a separate cloud 2050 add-on and an end-user portal in SharePoint. But wait there’s more! It also includes a knowledgebase, change management, asset tracking, dashboard and reporting, and Team Collaboration, all of which I’ll touch on in a little bit.But let us start with the basics, the core of I.T. Supporting the end-user.Now this is just the intranet portal that I mentioned earlier<click on Department portal -> I.T. portal>So when your end-user comes to the I.T portal all they will see is: the option to submit a new ticket and view only the tickets they have submitted, an end user knowledge base, where you can put in the FAQ’s and other self help information, a fun little survey is you wish, also a live support option, that utilizes Office Communicator or Lync, IT announcements like outages, events or what-not, and links for useful documents and web-sites as well. Now this is fully customizable, so you can add or remove, change almost anything that you want here. Now they will not have this side navigation menu, you are only seeing this here, because I am an administrator.<click on IT Case>This is how they submit a new case:This is only taking a bit of time due to the fact that not only am I wireless, but because I am sharing my screen with you. And also I am using Microsoft’s Internet Explorer, I do prefer Google Chrome myself, but as I am a standard end-user here, I’m using what most users out there are using.What they get a simple, easy to use form, they put in the information and simply hit submit. Now please note that I am signed on and I am an administrator, so I get a few extra tabs up here, but all the end-user will get is the ‘General’ tab.It automatically populates their name here, but there is the option to enter in an external user and their email, if they don’t have their own access to Office 365 or SharePoint.So they simply type in a title such as:<laptop is slow>Select a category <laptop>, a sub category if appropriate, and then enter in a description. <my laptop is slow when I am doing presentations>.Now if you notice up at the top of this screen, this is all entered in via “Rich Text, so you can format the text how ever you want and do wonderful things like <insert> pictures, links, files, screenshots.And then simply hit <save>. And that is how easy it is to create the ticket. AND the end user will also get an email stating that a ticket has been created for them. Now will also notice that this new case then shows up on that user’s “My Cases” log. <Click on IT Support top navigation link>Now onto the IT Helpdesk point of view.The I.T. Support Application runs as a site, within your SharePoint environment. It includes a home page, that is fully customizable, for you to set up the way you want, and the views are all permission based, so that management for instance will only see the management side of things. As you can see there is the left Navigation menu, that is specifically for I.T., and there is an area for overdue cases, new cases, announcements – what ever you want to be here.Now as for our new ticket: <Click on ticket>They will also have received an email in either a general group address, or even an individual email address based on category, if that is how you want to set it up. As you can see it is under the new cases list, and it is currently unassigned.We can go into this ticket, and once it has loaded, we can see that there are more tabs available for us to track, update and resolve this ticket.First off we have a general information Tab <click on Edit Item>not much to see here – yet…Now we go into the <Details-Status> Tab.Here we can <Assign> the caseGive it a case type <problem>Change the Priority, or give it a due date if required.Assign it to someone, let us say in this case I’m the I.T. helpdesk person to work on this case <Andrew>.Select the related asset <ACM-012Dell demo Workstation>, which is populated from your I.T. assets list, which I’ll show you in a bit.Add a related case if relevant <laptop is slow>AND even add a KB article <laptop is slow>Even click on the worklog and add something like <check the RAM>And <Save>So now we are back at the cases list and here you can see this case has been assigned to me. Also I will receive an email, stating the case is assigned to me, and that email also has a link to that case <open outlook – OnMicrosoft address, click on link>So no matter how I get here, the case will open and as you can see it has a little bit more information for me. We can look at the <Worklog> and see hmmm “check RAM”. OK<click on Details-Status> First off <Right click open in new tab> Related Asset.This links directly to the I.T. Assets list, and from here you can even get more information . Now if you use a third party product such as LAN Sweeper, you can <click> on it, <Click on features, scroll down a bit>, and we can see that is only has 4GB of Memory. <close tab>We can go and see the <Description>, if any has been entered, its <History>, which can include links to the Vendor.Any <Related Case> Oh My…this laptop has seen a lot of attention.OK – back to the ticket <close Tab>Now, we have decided that this laptop needs more memory. BUT, we don’t have any on hand, so we need to get that ordered first, before we can install it.So we need to assign a <Task> to the purchasing officer to do that.So we <Purchase DDR3 laptop RAM - 4GB Dimm>Assign it to <Linda>Click <Save>And now Linda will get an email saying a task has been assigned to her for her to order the Memory.She will then hopefully get that memory for us, and once we have got it, we need to organize a time to get that installed. So <Email correspondence> and <edit Item> <click in box>And from here we simply write a quick email such as <Hi, can I get your laptop from you for about 15 minutes to install some extra memory>. And again, this is a Rich text field, so you can do whatever you want with it. <Save> and away it goes. OK, so later that day you have got your hands on that laptop, installed the Ram and it is running much faster.So we go into the <Worklog> <edit Item>, update it there stating <installed extra RAM, working faster>, then go into <Details-Status> <close> the call, and as we scroll down, we can see that we could create a KB article on the fly for this, and then <save>. This also sends an email to the end-user letting them know we have closed their case for them.So you can now see that the “case is closed” – and we didn’t need Sherlock Holmes to help us close it either So this is an example of what your I.T staff will be seeing, the full site, with the left side bar and they can customize their views, so they see all cases, overdue cases, just their own tickets case etc. And also from here – depending on if they have been given permission to it, they can open the dashboard, and view <cases by month>, <status>, <type> and even drill down for more information, such as <overdue cases> or <by month>, and then each case within that category <+>.Managers, or those with the correct permissions can also <create reports>, <open with>. This is populated with live data and with different views and charts <owssvr> and you can also view the data to manipulate however you want. <close Excel>Then there is the knowledgebase, where you can add as many documents as you want or need, and as you saw before, you can even create knowledgebase articles right from tickets too! Now if you are someone like me, who has been doing IT support for almost 20 years having a centralized place for these knowledge base articles, Internet links and screenshots, rather than within folders all over the server and local computers, and has a great search function and allows you to create these KB articles on the fly, this is a Godsend! Within these articles you can include rich text, hyperlinks, videos and screenshots. There is <team resources> that includes <task> tracking, documents and discussions.<Portal Management> – <Portal> Which is only available to page administrators, to change the look and feel of the portal page that your end users see.Do you guys do <Change Requests>?(No) – Well the option is here if in future you do.(Yes) – Well that is all handled here <view all>, for you to add new requests, or see the existing ones that have been created before, and if you have the correct permissions approve them.And here is the list of your <IT Assets>. <View all assets>, that we were referencing before.And then again, if you have the right permissions, you can <administer> the site.The application is fully customizable, so you can change the navigation views, for example if you don’t do change requests, you can very easily just hide it. You can also change any form, view or dashboard, again without any need for programming, by simply using SharePoint.Now our site here is a branded site, but you can use it in standard SharePoint view as well. And we have about a dozen different standard SharePoint templates that you can use to make the look and feel aesthetically pleasing to you and your company.Any Questions? Anything else that you would like me to go into? ................
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